Founding Support Engineer

Build a technical support function for a software product used in computer-aided manufacturing. As the founding support hire, you will establish the processes, tools, and customer communication practices that connect users with sales, product, and engineering teams. The role combines hands‑on enterprise support with designing an AI‑assisted model for broader customer needs.

• Set up support operations, including service targets by customer tier, issue triage, escalation routes, on‑call coordination, workflows, and playbooks.
• Handle enterprise support through dedicated channels, managing prioritization, escalations, and customer updates.
• Design an AI‑assisted support model for mid‑market customers, with automated diagnosis, self‑service, and human escalation within 24 hours.
• Support customers who install and run the product themselves, including troubleshooting installation and environment problems.
• Identify recurring problems, coordinate root‑cause fixes with product and engineering, and share customer insights that can inform the roadmap.
• Select and implement support systems such as ticketing, customer relationship management, knowledge base, and service‑level tracking tools.

• At least five years of technical support experience in B2B software, including support leadership; experience serving customers across regions is preferred.
• Experience creating support operations from the ground up, including workflows, service targets, escalation guides, knowledge bases, and dashboards.
• Strong technical troubleshooting skills with complex software, with the ability to investigate issues independently and work closely with engineering.
• Hands‑on experience choosing and implementing support tools.
• Familiarity with CAD/CAM, manufacturing, or engineering software environments.

• An engineering background or practical experience with AI or machine‑learning products.

• Full‑time, remote role based in the United States.